One of America’s leading issuers of Visa and MasterCard credit cards, this company primarily services customers who need to establish or rebuild their credit and do not meet the qualifying criteria of other banks.
To satisfy the needs of an expanding, global customer base, this company sought a partner who could provide bilingual customer service and:
Working with the client’s own teams, Aptara specialists developed a detailed map of existing operations. By ﬁxing shortcomings in the workflow, standardizing protocols, and implementing tiered service provision, the team developed an efﬁcient processing system that makes use of legacy technology and maintains familiar workflows.
The Aptara management team also developed custom training for the growing number of customer relationship management (CRM) agents so they could deliver the highest level of support and compliance.
Predeﬁned servicelevel agreements (SLAs) included:
When this leading credit card issuer turned to Aptara for a customer service solution in 2008, 25 trained agents were dedicated to servicing its accounts. Today, 250 bilingual customer support agents service everything related to credit cards: express payment processing, live chat, reporting lost or stolen cards, offline transaction processing, and more.
The cohesive customer service operation that Aptara designed and implemented meets all of the company’s SLAs, including:
To ensure continued results, Aptara conducts external calibration sessions with the client twice a week, maintains complaint logs to track potential trends and develop preemptive measures, meets with the client monthly to ensure that best practices are adopted.
Aptara continues to provide quality service to this company's growing bilingual customer base.